Cancelled our tickets and no refund - terrible service

Terrible experience with this online booking service. Rather book directly with the airline! I had return flights with Kenya Airways which I converted to open tickets to use later on the year and the booking agent Gotogate simply cancelled our tickets and refunded themselves and refused to refund me my money and refused to reinstate our tickets. They were almost impossible to communicate with and unresponsive. They have only one small office in this country and they hardly ever respond and when they do there’s no one there who can make any decisions or give you any meaningful feedback. What terrible service and disappointing experience. I will never use them again and warn my friends and family not to ever use their service.